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| Section | Weight | Objectives |
|---|---|---|
| Incident Management | 30% | - Assignment rules, escalation, and notifications - Integration with CMDB and other ITSM modules - Configuration of incident properties, fields, and states - Incident lifecycle and process flow |
| Change Management | 20% | - Change success measurement and reporting - Change models, approval workflows, and policies - Change scheduling, risk assessment, and implementation - Change types: Standard, Normal, Emergency |
| Request Fulfillment & Service Catalog | 15% | - Request lifecycle, approval, and fulfillment processes - Service level agreements for requests - Service catalog design, items, and categories - Catalog variables, order guides, and workflows |
| Configuration Management Database (CMDB) | 5% | - CI identification, reconciliation, and normalization - CMDB integration with ITSM processes - CMDB data model, classes, and relationships |
| Integrations & Advanced Features | 10% | - Platform features: Workflows, Notifications, Reporting - Integration between ITSM applications - Service Operations Workspace configuration - Service Portfolio Management |
| Problem Management | 20% | - Root cause analysis and documentation - Known error and workaround management - Problem lifecycle, identification, and investigation - Problem resolution and closure processes |
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NEW QUESTION # 55
What is the correct order of steps to follow when working with inbound change sets?
Answer: B
NEW QUESTION # 56
Which of the following catalog client script methods will modify the choice list options available to an end user on a catalog item?
Answer: C
NEW QUESTION # 57
Universal Containers has a workflow rule that sends an email alert to the VP of Sales when a large deal is won.
The VP is reporting that these emails are NOT being delivered.
Which two tools should be used to determine the problem? (Choose two.)
Answer: A,B
NEW QUESTION # 58
g_scratchpad CANNOT be used in catalog items.
Answer: A
NEW QUESTION # 59
Which module would you use to configure Inbound Email Action?
Answer: D
NEW QUESTION # 60
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